There are several types of CRM according to their functionalities. These are described below.

Collaborative CRM

Aimed at customer interaction with the organization through text messages, emails, mobile telephones, among others, thus allowing the behavior of the customer to be determined as a basis to generate value propositions and design the CRM strategy. It facilitates the sharing of customer information, no matter who handles the customer. Any person at the company will be able to obtain a clear and complete view of each customer’s information, such as their importance for the organization, claims, orders or purchase orders, statements of account, and credit limits, among other aspects.

Operational CRM

This is focused on the management of customer services, sales and marketing of your company. These three points are called Front Office. It can be said that the operational CRM receives from the collaborative CRM the requirements and information of the customers and feeds the Data Warehouse, which will serve as a supply for the Analytical CRM. It is the process of how to best serve your client through business practices.

Analytical CRM

Focused on measuring and processing customer data. Known as Business Intelligence, this is the intelligent aspect or analysis, which consists of collecting, transforming and making available relevant information concerning customers through trend analysis, identification of behavioral patterns, etc., in a large volume of data.